[Zoho CRM] Viewing Email Threads or Accessing “Reply to All” Button for SDRs

[Zoho CRM] Viewing Email Threads or Accessing “Reply to All” Button for SDRs

Overview 

Much like the snapshot shown below, some SDRs may encounter an issue in Zoho CRM where they: 
  1. Cannot view full existing email threads 
  2. Cannot see the Reply to All buttons when composing emails in CRM; and/or,
  3. Cannot continue conversations directly inside Zoho CRM 

If one SDR has access to reply/threading features while another does not, it usually indicates that email integration has not yet been enabled by the latter user in Zoho CRM. 

Solution: Ensure Email Integration is Activated 

Alert
Before configuring CRM email integration, ensure IMAP access is enabled in Zoho Mail. 
  1. Open Zoho Mail  
  2. Go to Settings > Mail Accounts > IMAP  
  3. Check the box for IMAP Access  
  4. Click Save

CRM Configuration Steps: 
  1. In Zoho CRM, navigate to Settings > Channels > Mail > Email Integration |

  2. Click Get Started  
  3. Select Zoho Mail > IMAP  
  4. Enter your Zoho Mail credentials and connect the account  
    1. No need to modify the display name  
    2. Verify that the email and password are correct  

Case 1: Authentication Failure Due to Having Two-Factor Authentication (2FA) 

Warning
If the integration fails because the user has 2FA enabled, an App Password must be generated. This is sometimes the case when users have 2FA enabled for their Zoho account or they decided to enable it.
  1. Go to your Zoho Account > Settings > Security > Application-Specific Passwords. You may also click the link here.
  2. Generate a new App Password and copy it
    1. Recommended name: Zoho CRM  

  3. Return to the CRM IMAP setup  
  4. Paste the generated App Password into the Zoho CRM Email integration > Password field, instead of the regular account password

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